Complaints

This profile includes complaints for Staples, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Staples, Inc.

  500 Staples Dr Framingham, MA 01702-4478

• 

  Staples, Inc.

  275 Washington St Attleboro, MA 02703-5517

• 

  Staples, Inc.

  335 Washington St Woburn, MA 01801-2115

• 

  Staples, Inc.

  551 N Main St Providence, RI 02904-5722

• 

  Staples, Inc.

  465 Tuckahoe Rd Yonkers, NY 10710-5707

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/23/22 I purchased 3 **** gift cards valuing $200 each (Order 9909871283)Carrier: US POSTAL SERVICE // Tracking #: ********************** ******** delivered an empty envelope to my mailbox - timestamped December 05, 2022 02:53PM 12/6/22 I called Staples ************** and report the cards stolen. Reference CS8949073 was provided to me. No follow up from Staples in the next 4 days.12/10/22 I called at 4:29PM PST to follow up on a resolution. Staples representative could not reach *************************** and called me back at 4:55PM PST to request that I called back on Monday. The representative casually mentioned that this is a known Staples issue faced by multiple customers and I was reassured that this case will be resolved and I will be provided a resolution. 12/12/22 Monday - I called Staples back and was transferred to *************************** at 8:50AM PST - the representative states that BlackHawkNetwork is awaiting Staples for next step. I called Staples back and representative *** at 8:56AM PST stated on the phone that my cards will be refunded. Later that afternoon, I received a call from *******************************, Operations Support Supervisor, that the 2 of the cards are not eligible for refund despite that I have never received nor activate them in the first place.The case is escalated to the next supervisor and still no resolution from either BlackHawkNetwork or Staples.Staples and BlackHawkNetwork refused to share or made public the details regarding the cards (how it was activated, the transaction history, or any attempt to deactivate the cards when I report the cards stolen). I am requesting Staples to review the phone records of all my calls and refund me the $400 that is owe me for a product that I purchased but never received.

  

  Business Response

  Date: 12/23/2022

  Staples apologizes for any inconvenience. We have partnered with *********, and processed a refund for the remaining 2 **** gift cards. 

  Customer Answer

  Date: 12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Staples correspondent emailed on 12/23/*****: a refund
  I accepted the resolution 12/26/22.
  As of 1/3/23, I have yet to receive the refund. Please review and advise.
  
  Sincerely,
  ******** 

  

  Business Response

  Date: 01/09/2023

  Staples apologizes for the inconvenience we processed the refund and the customer confirmed he received it.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Staples, *** adverstises prices for the products they sell online at lower prices than what you are charged in the store. One time I noticed it and the cashier gave me the price I saw online. Yesterday I purchased HP injet cartridges. Online they said the cost was ******, yet charged me $1***** when I picked it up from the store...I did not notice this price increase until today. This morning I went to pick up ***** Labels ***** and online they were ***** yet I was charged ***** at the store. I realized it and the clerk said I had to show his the price, I did not have my phone so he would not give me the price. I suggested that was fraud in adverstising and he said no it was not because it was an online price. I disagree Staples online prices should match staple at store instock prices.

  

  Business Response

  Date: 12/21/2022

  We understand your concern with the variance in pricing between our store and Staples.com. The reason for this is that there is generally one nationwide price online but our store prices can vary by market. We do offer a retail price match policy and encourage you to visit staples.com for the full details. We appreciate your feedback and business.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference: Staples Order: #********** I purchased a Lazy Boy Aberdeen Executive chair from Staples .com on 10/11/2022. After using the chair for a few weeks, I quickly learned that it was not ergonomic chair, and it has a defect that when you lock the tilt the chair continues to tilt. When I contact Stapletons customer service 11/30/22 I was told although I purchased an extended warranty the chair could not be return because it was beyond the 14-day window, so the Rep transferred me to Assurant protection plan who then transferred me to the ********* extended plan department that advised me the chair was not in her system and therefore she could not offer a solution for returning the chair. When I inquired about the chair in the Staples store (**********, ********, **) the salesperson stated that it was a good ergonomic chair with great back support for sitting for a long period of time, I found this not to be true. Because the chair is not ergonomic as advertised it has cause me terrible shoulder, arm, and back pain. I would like to return the chair back to Staples for a full refund or store credit to purchase another chair. A chair that cost over $300.00 should have better quality. Thank you.

  

  Business Response

  Date: 12/12/2022

  Staples apologizes for any inconvenience this has caused our customer. I have reached out to the customer directly and found a resolution that she is pleased with.
  
  

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/01/22 at 7:40 pm I submitted a job to print photos to the Staples location located at ************************************************************************************** last night, spoke with the print center about the details, and was told it wouldnt be a problem to finish it before the store closed for the night. After that discussion I drove to the store to wait for my order to be completed. Upon arrival, however, I was informed by ******, the assistant manager to the print center, that not only was my job not going to be finished as promised, but that he was going to have to charge me significantly more because of unforeseen labor costs. I found it extremely unprofessional that any employee, let alone a manager would have no qualms with putting the onus of his departments mistake on the customer. After speaking with customer service about this matter, all they were willing to do to make this right was to not charge me for their unaccounted labor costs. Absolutely no accountability was provided for the inconvenience of failing to fulfill my job as promised due solely to the incompetence of their management.

  

  Business Response

  Date: 12/12/2022

  Staples apologizes for this inconvenience and has advised our customer that we will honor the previou offer to cover the design fees but he would have to pay for the print job.

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Staples management wasted my time, gas, and mileage by having me drive to their store to find not only was my job not completed as promised but was going to cost significantly more than originally quoted. I shouldnt have to pay for any portion of this job on principle alone, if so Staples should cover my expenses and reimburse me for time wasted due to employee incompetence.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 23, I placed 2 online orders, (#**********, #**********). The first order includes 1 $200 **** Gift card and the second order includes 2 $200 **** Gift cards. On Nov 28, I received emails from Staples saying my order was delayed. So I called **************** and asked to cancel both of my orders. I was told that requests for cancellation have been submitted but if the request has not gone through and in the case I received my order, I can return them back for refund. On Nov 29, I received emails saying my orders have been shipped. I called again because I thought my order have already been canceled. **************** agent told me that my request did not go through but she confirmed that I can call back to ask for refund once I received my items. Today is Nov 30 and I just received my items. I called **************** again and the agent told me I cannot get refund because those are non-refundable! This is unacceptable! I called to ask for cancellation few days back because they were delayed and I no longer need them, I canceled them even before they shipped. And previously I was told I can return for refund! But now I was told I cannot even return them for refund! I would like to return those 2 order for refund, just as I was promised before. I never open/use the items. Thank you

  

  Business Response

  Date: 12/02/2022

  Staples apologizes for the inconvenience. We have been in touch with the customer. We attempted to cancel the request for the prepaid cards which temporarily blocked the cards. The customer had started to use the cards and decided to keep them. We removed the block and the customer can use the cards now. 

  Customer Answer

  Date: 12/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a lazy boy office from staples in good faith. After 8-9 months the fabric started to come apart by ********** in back of the chair. I contacted Staples he told me twice they would not do anything about it. I paid over $300.00 for this so called quality office chair and they wouldn't do a thing about it. I expect a n/charge replacement.

  

  Business Response

  Date: 12/06/2022

  Staples apologizes for any inconvenience this may have caused the customer. ********************** is currently in communication with the customer and working on a resolution with the customer.

  Customer Answer

  Date: 02/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  this compoalint has not been settled as of today. 

  

  Business Response

  Date: 03/02/2023

  Staples apologizes for any inconvenience caused to the customer. We have been in contact with ************ and have provided him with a replacement chair.

• Initial Complaint

  Date:11/26/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed online Order ********** for FLASH FURNITURE HERCULES TRADITIONAL METAL DINING CHAIR BLACK WITH BURGUNDY 4 PACK XUDG6Q3BWINBURV (Item: *******). Both the product title AND specifications indicate a quantity of 4 chairs. I received the order but with only a single chair on 11/17/22. I contacted Staples about this issue. I was told to return the single chair and I would receive a replacement order of 4 chairs. I received the replacement order on 11/23/22 and it was a single chair again. I contacted Staples today, 11/26/22, and was told that it was a typographical error and there's no way they will send me 3 additional chairs for the price paid.

  

  Business Response

  Date: 11/28/2022

  Staples apologizes for the inconvenience we may have caused the customer. There was a typo on the item the customer ordered. We have spoken with the cust and issued a full refund plus all the coupons used to place the order. Apologized to the customer and we appreciate the feedback. 

  Customer Answer

  Date: 11/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Store manager was rude and gave me a falls information about the product. Was not helpful. I want to buy for my grandson an Xbox X series and he told me it will not work in Europe. I never mentioned I want to send to Europe. My family is visiting me for Christmas so I want to buy a gift for him. I ask the Sales person /I found out later he is manager/ if my grandson want to take to ******** it will work there. He told me no because has a special chip and will work just un *** and ************** told him if he is sure because he had already some gift from *** and work perfect. He said he knows everything about the Xbox and 100 percent not gonna work. I left the store and went to work and I did some research and I found out it will work in Europe just the electric cord need to be change. I'll called the store and ask if they still have that item and I explained what happen. The person from tech department said yes they still have two pieces so I kindly ask them to keep it for me for 10 minutes because the sales person gave me wrong information. He said no because one is already paid and somebody will pick up. And told them I would like to pay too just tell me how. The person said first come first serve and hanged up on me. I took off from my job I went to store again. The manager **** told me it's already sold out. I ask him to find out which store have it I will go to pick up. He said I can go to ******** it's my problem! And told him he gave me a wrong information about the product but he and his co-worker said it won't work I told them that's my problem and anyway I want to use in ***. They were rude and I had a feeling because I'm older and my English it's not perfect so I felt I was discriminated because my English. Staples was one of my favorite brand and I'm very disappointed with customer Service ********************** ***************, ********** Manager Rich. I want from the company to correct your manager's mistake.

  

  Business Response

  Date: 12/01/2022

  Staples apologizes for any inconvenience this may have caused.
  We appreciate the feedback and will make sure the concerns are addressed. The customer was offered a coupon and declined.

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house in ******************* was undergoing renovations so I decided to go to Staples to buy a new computer and printer. Everything went well until I lost my charging cable and a copy of Office. On Friday, November 18th the clerk at Stables sold me the wrong charger. I took the charger back and was told that the store would not accept the item unless I brought in the box as well. I went home and retrieved the box from my garbage and took it back to the store. The clerk refused to accept it again as she barely looked at and said it was not all there! I knew it was complete before I left home. In frustration, I just left it there. Three times I went to stables!!!!On Saturday, November 19th, I decided to return the whole purchase. I am 71 years old, and I have never ever been treated in such a rude manner by the Staples' staff. The store manager just started ....I told her that I am a 100% disabled combat Veteran and she said, "so now you want to shoot me".I was shocked and at that point I left the merchandise and left the store

  

  Business Response

  Date: 11/28/2022

  Staples apologizes for any inconvenience. We have refunded the customer for the items that were returned.

• Initial Complaint

  Date:11/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I took my custom HP touch screen laptop to the local Staples for a tune-up, I picked it up and took it home the screen was cracked under the touch screen and I cannot use it, it does turn on but can not operate. They basically said I broke it and they are not going to do anything to correct their mistake. I have 3 laptops so I think I understand how they work. So I am back to **********, I feel Staples broke my laptop and would like their help to replace my custom HP laptop. I said I could not believe a big company like Staples would do this to lose my and my companies business and so close to Christmas! Thank you, *****

  

  Business Response

  Date: 11/22/2022

  Staples apologizes for any inconvenience the customer may have experienced. We have investigated the customer's claims and been in contact with him. We did find there was no damage to the customer's laptop while it was at our store for repair.

  Customer Answer

  Date: 11/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, I am not sure of this process now. It looks like someone held my touch screen laptop while trying to clean the screen and broke it so it does not work anymore. It was returned to me just filthy. I have owned it over 3 years and I own three more computers and have never had any issues. I feel very upset that Staples have basically called me a liar. I would like to speak with you early next week. Thank you. 

  

  Business Response

  Date: 11/28/2022

  Staples apologizes for any inconvenience the customer may have experienced. We have investigated the customer's claims. We did find there was no damage to the customer's laptop while it was at our store for repair.
  Staples response remains the same

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****